Program overview

Intelligent work order system is one of the important information systems of customer service department. At present, with the acceleration of the pace of social development, a large number of consulting work comes as expected, and has the characteristics of large number of visits, strong problem specialization, and outstanding personalized problems. It is difficult to meet the user's service demand to provide the work order recording service by using the telephone manual seat alone, especially in the peak period, which leads to a large number of seat overflow phenomenon.

Beijing zhongkehuilian Technology Co., Ltd. (hereinafter referred to as "Huilan Technology") based on the above industry pain points and self-service intellectual property products, constructs the solution of Huilan Technology intelligent work order system. The advanced AI + RPA robot intelligent filling, Visual Chemical workflow management, custom form generation and other functions are used to realize intelligent filling, intelligent dispatching, intelligent work order analysis and flow service, and realize the ideal of "people looking, machine working".

Functional architecture

The overall logic architecture of the system is the core of the system. Sinopec has fully studied the business development requirements, and designed the following intelligent work order system logic architecture considering the robustness, scalability, interoperability, stability, portability and security of the architecture.

　　

Logical architecture of intelligent work order system

The intelligent work order solution of Huilan Technology adopts advanced AI + RPA robot intelligent filling, Visual Chemical workflow management, user-defined form generation and other functions to realize intelligent robot voice recognition, intelligently distinguish user needs, and provide intelligent work order filling with intelligent robot + human cooperation in online comprehensive customer service system. The system is expected to alleviate the work pressure of the artificial service personnel, realize intelligent filling, intelligent dispatching, intelligent work order analysis and circulation services, and finally realize the ideal of "people looking, machine working", and reduce the operation cost of the telephone customer service system.

Three、Program advantages

1.Intelligent work order global access

The intelligent work order system solution of Huilan Technology provides all channel work order initiation, such as website, wechat, app, etc., to achieve intensive global management and service.

2.Intelligent interaction

Relying on the AiCallCenter call center system with independent intellectual property rights, the unified intelligent call center solution of Huilan Technology provides intelligent interaction mode and greatly improves user experience.

Speech recognition: Based on intelligent noise reduction, echo cancellation and other technologies, intelligent recognition of the meaning expressed by user language in various environments;

Semantic understanding: Based on the semantic understanding engine of the Chinese Scientific Association, we can intelligently understand the semantics of many complex sentence patterns, such as similarity query, inversion, ellipsis, etc;

Speech synthesis: using the theory and technology of linguistics and psychology, through the design of neural network, based on emotion computing technology, output the natural speech flow including emotion.

Intelligent form filling: according to the user's dialogue content, guide the user to consult, lock the user's basic needs, provide entity word recognition according to the user's answers, and realize automatic form filling.

Intelligent dispatch: intelligently identify the work order content, connect with key personnel, and realize intelligent dispatch.

Intelligent work order circulation: intelligent analysis work order, problem upgrading and coordination processing, work order promotion and flexible circulation.

3.Improve work efficiency

Customize multiple fields to meet the personalized process of the enterprise

Define SLA agreement, provide level service and guarantee service quality

Intelligent work order analysis, docking with key personnel and improving work efficiency

4.Optimize the service system

Comprehensive statistical report to help managers optimize service process

Standardized customer service problem solving process, clear working efficiency of each department

Product recommendation

　　AiCallCenter unified interactive exchange center